Building reports for Virtual Agent Data

[JeremyHoffman]

Hello,

We are currently on Tokyo and are in the development process to launch HRSD Virtual Agent. One of the requirements the Process Manager has is to report on the data related to the usage of Virtual Agent and the Feedback ratings and comments from its users. We have 5 Topics that will be launched and are using AI with a Contextual Search fallback. We have reviewed the Virtual Agent Analytics Dashboard and while it contains a lot of valuable information, it is a little overwhelming for the Process Manager and Process Owner to use. I am looking for guidance on the best way to provide the Process Manager and Owner a more focused dashboard for them to use. Some ideas I have are:

1. Clone the existing dashboard and/or page variants to display only the widgets they have value in seeing (limiting it to HR related Conversations and Topics) - we do not have VA live for IT, nor do we have plans for it at this time. My concern here is being able to limit the Topics to only HR related Topics and Categories. I am not seeing a way to filter the lists on the VA Dashboard.

2. Create a new Dashboard and build reports to display the data they need to see. The issue here, for example are the tables used within the VA Analytics Dashboard appear to be empty even though the dashboard has data displayed. Event occurrences (sn_ci_analytics_st_event_occurrence), users (sn_ci_analytics_st_users) and Topic occurrences (sn_ci_analytics_st_topic_occurrence). This seems very strange to me as the Dashboard contains data but the tables are empty.

If it is recommended to clone the page variants, the questions are how to:

1. Limit this list to only HR related, active Topics?
   
2. Display the username instead of the sysid for the users:
   

From a reporting point of view, why are the tables empty?

Here is the view from the dashboard:

Here is the respective Topic Occurrence table:

Any guidance would be greatly appreciated. Please let me know if you have clarifying questions. 

Jeremy

[Matthew Train · Accepted solution]

Hi Jeremy,

I won't have answers for all of this, but I can share a bit of information.  Most of the data in the Virtual Agent Dashboard is stored in an event database called Appsee.   The tables that you are seeing that are empty are really just pointers to the Appsee tables, and so when you query them with as a list or in Reports they will be empty as you are seeing.   If you take a look at the way the data is being queried in the dashboard I believe you will see some code which is being used to actually query Appsee.  Much of the data in Appsee is coming from the sys_cs_conversation tables.  Those are log tables which are not exactly conducive for reporting on.  In Utah you will be able to query the Appsee tables with the new Visualization Designer in the Platform Analytics Workspace without needing any code.
I haven't done this, but my guess would be the easiest way to go about delivering what your users are asking for would be to clone the page variants and make changes there.  As for the Hashed User Ids, currently that is how the data is stored in Appsee and there's not a way to change that.    You would need to go directly to the sys_cs_conversation tables if you would like to see the actual users.

[JeremyHoffman]

Matthew,

This helps a lot and actually does answer all my questions and provides excellent guidance on how to proceed.

Jeremy